Global MSP Bulk Partner Success Director

The Global MSP Bulk Partner Success Director at KnowBe4 is primarily responsible for leading the Global MSP Bulk Partner Success Department, managing the customer lifecycle for MSP partners. Key responsibilities include overseeing the onboarding process, tracking performance metrics, ensuring exceptional customer experiences, driving renewals and upselling strategies, and promoting continuous learning within the team.

Candidates applying for the Global MSP Bulk Partner Success Director role at KnowBe4 are required to have at least a Bachelor’s Degree, with an MBA being preferred. Additionally, candidates should possess a minimum of six years of experience managing customers, three years in software sales, and three years leading SaaS post-sales Customer Success teams, particularly with channel partners such as MSPs.

The Global MSP Bulk Partner Success Director plays a critical role in contributing to KnowBe4's goals by ensuring that the MSP Bulk Partner Success teams exceed onboarding, renewal, and up-sell targets. By driving exceptional customer outcomes and enhancing the customer journey, the Director helps elevate customer satisfaction and retention, ultimately aligning with KnowBe4's objective of delivering top-tier security awareness training.

Essential skills for the Global MSP Bulk Partner Success Director at KnowBe4 include strong leadership abilities, excellent communication and interpersonal skills, analytical thinking, project management, and a consultative approach to customer relationships. A candidate with a proven track record of driving customer success, exceptional service delivery, and team motivation is particularly valued.

The work culture at KnowBe4 is renowned for its emphasis on radical transparency, extreme ownership, and continuous professional development. Employees enjoy a welcoming environment that encourages individuality and teamwork, featuring activities like team lunches and local outings. As the Global MSP Bulk Partner Success Director, you’ll thrive in an engaging atmosphere where your contributions directly impact our mission.

To effectively prioritize tasks as a Global MSP Bulk Partner Success Director, I focus on aligning daily activities with the overarching business goals, leveraging performance metrics to identify areas that need immediate attention, and ensuring that my team is aligned on urgent customer needs. Prioritizing critical tasks while remaining flexible to adapt to emerging challenges is key.

Certainly! In my previous role, I implemented structured onboarding processes that reduced our time to value for new customers. By establishing regular check-ins and feedback loops, we enhanced the customer experience and significantly improved our renewal rates. I believe in being a trusted advisor, which helps foster long-lasting relationships with clients.

To ensure that MSP partners at KnowBe4 receive exceptional value, I would develop tailored playbooks that resonate with their specific needs, facilitate regular training sessions, and continuously gather feedback to refine our offerings. This proactive approach will not only enhance customer engagement but also enable us to demonstrate value consistently.

In the event of declining customer satisfaction metrics, I would first conduct a thorough analysis to identify underlying issues and engage directly with affected partners to gather insights. Collaborating with my team, we would develop targeted corrective action plans and swiftly implement changes to improve satisfaction levels and restore trust.

Collaboration with other departments is vital to the success of the Global MSP Bulk Partner Success Director role. By fostering cross-functional relationships, we can leverage insights from sales, customer insights, and product development to enhance our service offerings. Regular communication ensures that we all work towards common goals—driving customer success.

Promoting a culture of continuous improvement involves setting up regular feedback sessions, encouraging team members to share innovative ideas, and recognizing their contributions. I would also initiate ongoing training programs and workshops to help the team stay ahead of industry trends and best practices, enhancing their skills and boosting morale.

To analyze customer health, I typically utilize data analytics tools to track key performance indicators such as product usage, customer feedback, and engagement levels. Regularly reviewing customer health scores allows my team to proactively address any areas of concern and tailor our approach to meet specific needs.

Engaging executive-level customers effectively requires clear, concise communication and a deep understanding of their goals and challenges. I believe in establishing myself as a trusted advisor through personalized insights and tailored recommendations, which not only builds rapport but also positions our services as instrumental in their success.

I have extensive experience using Salesforce and several other CRM systems to manage customer interactions and data. I've utilized CRM tools to track customer journeys, analyze data for decision-making, and streamline communication with partners. Proficient use of these systems has been crucial for delivering exceptional customer experiences.

To ensure my team reaches its targets, I emphasize a clear understanding of goals and expectations, provide the necessary resources, and implement regular performance reviews. I also encourage team collaboration and offer coaching and support, ensuring each member feels empowered to contribute to our collective success.